The majority of consumers are willing to pay for a great customer experience according to the 2018 Aspect Consumer Experience Index survey. And while consumers said effectiveness is the single most important aspect of that ideal interaction, this year’s annual survey findings show that catering to engagement preferences and experience-created emotions can be the key to unlocking long-term loyalty and sustained business from customers.
The Channel IS the Experience
Forty-five percent of consumers (and 66% of Boomers) said the most important aspect of a personalized experience is being able to interact with brands on the channel they want – even more important than knowing their name or their transaction history. But consumer expectations vary widely between agent-engaged- and self-assisted interactions. Forty-one percent of consumers who conducted self-service interactions had higher satisfaction expectations compared to doing the same with an agent. But consumers who conducted interactions with agents had a 70% satisfaction expectation compared to conducting the same via self-service.
While consumer interest in self-service isn’t declining anytime soon, the personal, human touch still packs a considerable punch when it comes to inspiring customer satisfaction, and ultimately, loyalty.
The Aspect Index survey reveals strong proof that agent positivity and commonality of experience play a big part in creating experiences consumers want. For example, 61% of consumers value talking with someone who has gone through the same experience they have more than they care whether the representative is employed in the company’s contact center or if they are a gig/contract worker. And, proving the theory that happy agents equal happy customers, 62% of the respondents said talking or live- chatting with a happy customer service agent would also make them happy. Most consumers (72%) said they would rather interact with a happy agent and have their experience take a little longer than interact with an uninterested agent and have their experience go a little faster.
Empowering Consumers to Self-Serve IS What Endears Them to the Brand
Nearly half (48%) of the consumers surveyed don’t define getting a question answered or a request completed without speaking/chatting with a customer service agent as customer service. However, 38% of the respondents and 50% of Millennials view the option of performing self-service as a natural part of the brand experience and as a positive attribute of the organization.
Further, seven-in-ten consumers said the most important component of AI/self-service interaction is being able to seamlessly transfer to a live agent should they desire. In other words, consumers want everything, AI, their choice of channel, and engaging, knowledgeable agents.
"The growth of AI and self-service interaction, combined with an increasing number of digitally-native consumers is slowly changing the customer service landscape, and with it, the definition of customer service itself," said Nancy Dobrozdravic, Vice President of Marketing, Aspect Software. "As much as consumers are demanding self-directed and intelligent-assistant driven experiences, consumers reveal that agents remain a vital component of the larger customer experience. These findings could indicate symbiotic relationships, where fulfilling self-directed interactions boost the brand while agent-assisted engagements underpin customer satisfaction and loyalty. Such considerations are central to how we evolve the entire digital transformation discussion."
Posted by Veronica Silva Cusi, news correspondent
About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
Published: Wednesday, December 12, 2018
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|4.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Debt Recover, Collections
PH: +61 7 5660 6284